An assistant’s ability to answer accurately depends on more than a good initial instruction. Products, service conditions and contact details change, while outdated sources can lead to inconsistent replies. Knowledge maintenance includes controlling old information as well as adding new content.
1. Identify authoritative information sources
Define the primary source for catalogues, prices, service scope and common questions. Avoid uploading documents with conflicting figures without explanation. Assign a reviewer for each subject. Decide how the assistant should respond when it lacks information instead of expecting it to guess.
2. Keep updates small and traceable
Make clear what changed, when and who approved it. Check the status of an old campaign when adding a new one. Separate draft material from approved customer-facing information. Ask the software team how document uploads, linked sources or integrations work in your installation.
3. Test questions that produced outdated replies
Prepare realistic examples for the changed topic: direct questions, alternative wording and incomplete context. Also review how earlier messages affect the answer. Test without sending messages to live customers. One correct response does not establish that every question has been resolved.
4. Test conflicting and unknown cases
Clarify which source takes priority when information differs. For custom work without a confirmed price, the assistant should request necessary details or refer to staff rather than invent a figure. Test this behaviour. Do not expand approval, payment or commitment authority through a content update.
5. Improve from recurring questions
Review inadequate or incorrect answers by subject without collecting unnecessary personal information. Distinguish missing sources, contradictions and incorrect routing. Recheck the same examples after updates. Periodic ownership review helps prevent a knowledge base becoming an unusable collection of documents.
Plan sources and maintenance with BE Soft
Share your product and support workflow with BE Soft to define source ownership, approval, test scenarios and escalation boundaries.
